Customer Experience Officer

• Suffolk County Council
• Address: Endeavour House Ipswich Suffolk IP1 2BX hybrid working
• Salary: 25185per annum (prorata for part time)
• Hours: 37 hours per week Flexible working options available - 4 posts
• Contract: Permanent

As a modern flexible and effective organisation at Suffolk County Council were driven to make a positive difference to the environment the communities we serve and the careers of our people. Thats why when you join us as aCustomer Experience Officeryoull be encouraged to share your fresh thinking and empowered to explore new ideas that will shape and improve our services as well as your career.

Reimagine the possibilities.

Your role and responsibilities

Join us as aCustomer Experience Officerand play a vital role in providing excellent customer this frontline position youll be the first point of contact for customers for a variety of Council services handling enquiries through multiple channels like phone email web chat and social media. Youll use your outstanding communication abilities and knowledge of our services to resolve queries accurately and efficiently. Were seeking individuals with proven customer service experience strong IT proficiency and the ability to thrive in a fast-paced target-driven environment. If youre passionate about making a positive difference and delivering outstanding support to the people of Suffolk wed love to hear from you.

You will need

• proven customer service experience
• excellent communication and IT skills
• ability to communicate with customers in a clear and tactful manner show empathy and resolve conflict effectively through a range of mediums including telephone digital and written correspondence
• excellent organisational and time management skills and the ability to prioritise work to achieve deadlines and team objectives
• contact centre experience is preferred but not essential as full training will be given.

The contact centre is open from 8.30am - 5.30pm Monday - Friday and there are a variety of shifts to cover the opening hours.

You can view a full list of requirements in theJob and Person Profile(JPP) which you can find in the How to apply section towards the bottom of this advert.

If you believe you can succeed in this role apply. Even if youdontmeet all requirements still apply. We would appreciate the opportunity to consider your application.

The team

Your role is a key part of the Customer Service team and sits in the overall area of Communications and Customer Service. The wider team includes Web and Digital Transformation Social Media and Customer Data and Insight. This is a central team that interacts with all parts of the organisation

We are a busy and supportive team who takes pride in giving the best service we can.

Empowering Everyone

Were big believers in potential possibility and the power of different ideas. Were always searching for ways to encourage respect and enable everyone to be the best they can be. We want to represent the diverse communities we serve. We welcome applications from all individuals especially those from groups that are currently underrepresented in the organisation as shown in ourWorkforce Equality Report ()

For more information

Please contactNicole Prenticefor a casual conversation. You can contact them by calling01473296549 or emailing

How to apply

Step 1 -Read theJob and Person Profile (word).

Step 2 -Click Apply Now to start your online application.

Step 3 -Upload asupporting statementanswering the following questions below (no more than 400 words per question). You should use theSupporting Statement template (word).

1. Describe your experience working in a team environment toward shared goals and targets. What role did you play

2. Tell us how you would handle a situation where you didnt have enough information to fully resolve a customers enquiry.

3. What has interested you in applying for this position within Customer Services

Step 4 -Upload a CV (without name and personal details).

Please note:Without a supporting statement and CV your interest will not be progressed. Any supporting documents must be in either PDF or MS Word format.

For guidance on completing your application please see ourHow to Apply page.

Planning to use Artificial Intelligence (AI) Please ensure your application still reflects your own skills experience and ideas. If used inappropriately your application may not be processed. Please read ourguidance for using AI to understand whats acceptable.

Do you need any reasonable adjustments to help you to apply If you are disabled and/or have additional support needs you can request reasonable adjustments. You can do this by contacting our Recruitment Team ator. You can find examples of possible adjustments on ourReasonable Adjustment pages.

Closing date: 11.30pm 19 July 2026.

Interview date: Week commencing 3 August 2026.

This authority is committed to safeguarding and promoting the welfare of children young people and vulnerable adults and expects all staff and volunteers to share this commitment. DBS checks or police vetting will be required for relevant posts.#LI-Hybrid